Executive II - Quality Analyst (Field Audit)

Location: Jaipur

About the Team

The Process Excellence team at Navi is focused on maintaining and elevating the quality of customer interactions. As the quality audit function, the team conducts regular audits of agent communications across calls, chats, and other channels to ensure accuracy, consistency, and compliance. The team also ensures compliance across different verticals and runs multiple initiatives in coordination with business team stakeholders to drive key business metrics. Insights from these audits are used to drive continuous improvement through targeted training, helping agents close knowledge or process gaps and deliver a consistently excellent customer experience.

About the Role

This role focuses on ensuring the accuracy, quality, and compliance of customer visit details through comprehensive field audits. The responsibilities include conducting in office customer verifications, cross-checking data with system records, and assessing

the effectiveness of collection interactions.



The position involves preparing detailed audit reports, identifying gaps, and recommending improvements. Additionally, the role supports training initiatives to align collection agents with audit standards and company policies, ensuring consistent and compliant field operations.

What We Expect From You

The primary responsibility of this role is to conduct thorough field audits to ensure the accuracy and quality of customer visit details recorded by our collection agents.
- Field Visits: Regularly visit customer locations to verify the accuracy of information recorded by collection agents, including customer contact details, visit dates, and outcomes.
- Data Verification: Cross-reference field visit data with the information captured in our system to identify discrepancies and inconsistencies.
- Quality Assessment: Evaluate the quality of customer interactions and the effectiveness of collection efforts.
- Reporting: Prepare

📌 Executive II (Jaipur)
🏢 Navi
📍 Jaipur